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I've been trying to get my withdrawal for 15 days. They claim that I can only request the withdrawal from the account used for deposit. This bank account of mine has been verified and approved, but they don't approve it for withdrawal. I followed all the recommendations given by email and live chat. I fill in all the bank details correctly. I can't solve this issue. I am very upset as the casino is very good but it has this problem without offering me a solution. Why did they accept the deposit (it was on a credit card) and not accept the withdrawal?

Estou há 15 dias tentando receber meu saque. Alegam que só posso solicitar o saque na conta usada para depósito. Esta minha conta bancária foi verificada e aprovada, mas não aprovam ela para saque. Segui todas as recomendações dadas por email e por chat ao vivo. Preencho corretamente todos os dados bancários.Não consigo resolver essa questão. Estou muito chateada pois o cassino é muito bom, mas apresenta esse problema sem me oferecerem uma solução. Por que aceitaram o depósito ( foi no cartão de crédito) e não aceitam o saque?

Dear anamattar1967,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal issue.

Please understand, that the variety and accessibility of payment methods are not managed by the casino exclusively. Several factors as the Licensing Authority, geolocation, contracts with the payment providers, and bank restrictions, all have a major influence. If a payment method was available for deposits, it doesn’t mean necessarily, that it will be offered for withdrawals too.

We will contact the casino and ask for their cooperation in resolving your problem, but, before we do so, could you please confirm that your account has been fully verified?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Hello!! My account has been fully verified yes. I even took a while to send the bank details. (bank card) for fear of something going wrong. But as I had already made the deposit and they disabled my account, preventing me from playing, until I sent the documents, I didn't think it was fair not to do it. I sent all the requested documentation and then they enabled my account for me to play. I have a print of the chat attendant confirming that my data has been verified.

Olá!! Minha conta foi totalmente verificada sim. Eu até demorei um pouco para enviar os dados bancários. ( cartão do banco) por receio de algo dar errado. Mas como eu já havia feito o depósito e eles desabilitaram minha conta , me impedindo de jogar, até que eu enviasse os documentos não achei justo não fazê-lo. Enviei toda a documentação pedida e aí sim habilitaram minha conta para que eu jogasse. Tenho print da atendente do chat confirmando que meus dados foram verificados.

Thank you for your help 🙏

Agradeço sua ajuda🙏

Thank you very much, anamattar1967, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas (tomas@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello anamattar1967,

I will assist you with the complaint from now on. I went over the details of the case and I will do my best to help you. First, I would like to ask the representatives of Spin Samurai Casino to join the discussion in order to help us resolve the issue.

Spin Samurai Casino,

Could you advise what is necessary to do for anamattar1967 to be able to withdraw?

Hello everyone!

Julia from Spin Samurai here 🙂

Greetings to you, anamattar1967!

To start with, our apologies for the inconvenience you have faced!

As far as we have checked, the situation is about having multiple payment accounts.

Per our investigation, we can see you were already informed and advised to provide one of them to go on and withdraw with. We can confirm that your reply has been received and the process of removing other accounts has been ongoing.

As I was just updated - the issue has been resolved and we wait for anamattar1967 to come back and request the withdrawal again 🙂

Wishing you great gameplay!

Sincerely, Spin Samurai

Hello!! I have already requested the cancellation of the 2 other accounts and made the new withdrawal as requested by the attendant.

Olá!! Já solicitei o cancelamento das 2 outras contas e efetuei a nova retirada como foi solicitado pela atendente.

I made the withdrawal early and they canceled. I just redone. They ask for an account and it is obvious that it is the one I added in the withdrawal. I have already requested the cancellation of the other 2 accounts 3 times. Waiting 20 days for payment. I request the withdrawal from the bank account that has been verified. Isn't that what they demand? Well then. A new withdrawal request has been made.

Eu efetuei a retirada cedo e cancelaram. Acabei de refazer. Pedem uma conta e é óbvio que seja a que adicionei na retirada. Já solicitei 3 vezes o cancelamento das outras 2 contas. Aguardando 20 dias o pagamento.Eu solicito a retirada na conta bancária que foi verificada. Não é isso que exigem? Pois bem. Foi feito um novo pedido de retirada.

Spin Samurai. I hope everything is great with you. I was already believing that now I would receive. A withdrawal was offered by Pay4fun. I sent the requested document from a verified Pay4fun account. The document has been approved by Spin Casino. However, it happens that they removed this method of receiving from my game account so that I can request it. I say that every hour is a surprise. They stated that my current account withdrawal had been approved and that it was successful. Can you please tell me where you want to pay me? Or where will they pay me? Or WHEN will they pay me?

I have a disabled daughter, who is without medication and with her I learned not to give up my rights. Thank you if you can answer.

Spin Samurai. Espero que esteja tudo ótimo com vocês.Eu já estava acreditando que agora iria receber. Foi oferecido um saque pelo Pay4fun . Eu enviei documento solicitado de conta no Pay4fun verificada. O documento foi aprovado pelo Spin Casino. Ocorre porém que eliminaram da minha conta de jogo esse método de recebimento para que eu possa solicitar. Eu digo que cada hora uma surpresa. Afirmaram que meu saque na conta corrente havia sido aprovado e que ocorreu com sucesso. Podem por favor me indicar por onde querem me pagar? Ou por onde irão me pagar? Ou QUANDO irão me pagar?

Eu tenho uma filha deficiente, que está sem remédios e com ela aprendi a não desistir dos meus direitos. Grata se puder responder.

Hello all,

Thanks for the reply and explanation to the Spin Samurai Casino team. Thanks, anamattar1967 for the updates on the situation.

Spin Samurai team,

Please let us know if there are any obstacles to paying anamattar1967 on his chosen payment method and explain how you'll be handling the withdrawal request. Much appreciated!

Hello everyone!

Dear anamattar1967,

Thank you for taking the time to respond.

I can only imagine how aggravating it must be to wait this long for your withdrawal to be processed.

I have checked and I can confirm that as soon as you contacted us about your troubles withdrawing your winnings, we quickly escalated your complaint to our Payments Department.

When a matter has been escalated, feedback takes up to 72 hours, which is why you have received the same response from the Customer Support Team.

Furthermore, I can confirm that your R$ 1900 withdrawal was successfully processed and will be sent to the account you chose, Directa24.

Again, I sincerely apologize for the inconvenience, and I hope you will give us another chance.

If you have any other concerns, please let us know.

Sincerely, Spin Samurai

Very grateful for the help of the team involved. Many thanks to Sim Samurai Casino for the payment. I received my payment and despite the obstacles I remain very confident in the reliability of the Casino. Congratulations and note 1000 for the service and resolution of the problem.

Muito grata pela ajuda da equipe envolvida. Muito obrigado a Sim Samurai Casino pelo pagamento. Recebi meu pagamento e apesar dos obstáculos continuo com muita segurança na confiabilidade do Casino. Parabéns e nota 1000 pelo atendimento e resolução do problema.

Can you please close this claim as the payment has been made. Grateful to the team that helped me and to Spin Samurai Casino for the resolution. I apologize if at any time I expressed myself wrongly and I thank you for the respect that I have always been treated. Very happy with the finalization.

Podem por favor encerrar essa reclamação pois o pagamento foi efetuado. Grata a equipe que me auxiliou e ao Spin Samurai Casino pela resolução. Peço desculpas se em algum momento me expressei erradamente e agradeço pelo respeito que sempre fui tratada.Muito feliz com a finalização.

Hello anamattar1967,

I am glad to hear your winnings were received. We will close the complaint in our system as 'resolved'. Thanks for your cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.